Benefits:

Holidays – 25 days – (3 days reserved for Christmas)

Company Pension – 5% company, 2% employee contributions

Quarterly bonuses

Eyecare Vouchers

Cycle to work scheme

Buy and Sell Holiday

Extras – Discount vouchers

Share Scheme

Enhanced Maternity/ Paternity/ Adoption

Salary Exchange Pension

Sick Pay

EAP

Death in Service

Simply Health – PMI if the employees want to opt in and pay for themselves

On-site canteen

Company Profile: The world’s largest manufacturer of products and their family of brands who develop safe, sustainable, and efficient solutions through a range of engineered and innovative products for plumbing and heating, smart homes, and specialist industries around the world, are now looking for an experienced Technical Helpdesk Advisor.

Job Overview: As the successful Technical Helpdesk Advisor, your primary function will be to provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire company product range.

Key Responsibilities:

Customer Support:

Provide exceptional high-level technical support via phone, email (and live chat) whilst meeting department KPIs and objectives
Diagnose and resolve complex technical issues related to our products promptly and efficiently especially in relation to Commercial Valves
Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution

Documentation and Training:

Develop and implement a robust knowledge base system that includes FAQs, trouble shooting guides and product documentation to assist customers and internal teams
Create training material and conduct training sessions for internal staff and customers on our product range

Quality Assurance:

Ensure that all technical support interactions meet quality standards and adhere to company polices and procedures
Monitor customer feedback and implement improvements to enhance the customer support experience
Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
Review marketing materials including websites, product guides, technical guides, data sheets to ensure correct and up to date information is being provided

Technical Expertise:

Demonstrate an in-depth understanding of the Reliance Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting and their integration within plumbing and heating systems
Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support

Product Knowledge:

Serve as a subject matter expert on the entire RWC product range
Assist with product development by providing feedback and insights gathered from customer interactions

Escalation Point:

Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving
Collaborate with engineering, quality and product development teams to resolve critical issues

Skills & Experience:

Proven experience in technical support role or a similar role within the plumbing and heating industry
Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves and underfloor heating
Excellent communication and interpersonal skills
Strong problem-solving abilities and attention to detail
Familiarity with CRM software for tracking and managing customer enquiries
Ability to work collaboratively in a team and independently
Customer focused with a strong dedication to providing exceptional service
Willingness to stay updated on industry developments and product knowledge through continuous learning
Proactive attitude in identifying potential process and product improvements
Strong time management skills to meet deadlines and manage workloads
Positive and professional demeanor in all interactions
Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties.

Hours of Work:

37.5 hours per week
Monday to Friday, flexi-hours between 8.00am to 5.30pm
Quarterly bonus: £400 per quarter, deduction factors related to KPI

Bolt-On Recruitment Ltd

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Technical Support (Plumbing)